When the queues of people outside Centrelink offices appeared, every senior public servant in Australia quietly asked themselves a simple, digital, customer experience question.

Why trust and customer experience in government matters. The bar for customer experience is rising every day. While the digital divide widens, there’s little patience…

To preserve and enhance the public impact of their organisations, government leaders must dramatically improve how they recruit, train and manage talent. How to juggle…

Strategic workforce planning helps agencies identify essential skills and avoid cutting important areas in search of savings. Pilots — not mass sackings — will help…

New leadership research from BCG questions the 'first 90 days' orthodoxy of driving organisational change. Take time to understand and define the ambition, writes Victorian…